How do you use your right of return on an online purchase?
A step-by-step route for sending back an item bought online under the right of withdrawal and getting your money back.
Short answer
Open the order under My Orders on the seller's site and complete the Create Return Request step, state in writing that you are exercising your right of withdrawal, then hand the item plus the return or shipping code to the seller's contracted courier. Once the seller receives the item, the refund goes back through the same payment method you used.
What you need
Step by step
Check the withdrawal scope
Open the Return and Exchange Terms on the product page along with the Preliminary Information Form and Distance Sales Agreement you approved at checkout. Custom-made items, perishables and goods excluded for hygiene reasons may fall outside the right of withdrawal. Confirm the scope here before anything else.
Open a return request from My Orders
Sign in and follow My Account > My Orders, then press Return Item or Create Return Request on the relevant order. Pick Right of withdrawal or Changed my mind from the reason list. When the system records the request, note the return code shown on screen.
Send the withdrawal notice in writing
Beyond the return form, tell the seller in writing that you are exercising your right of withdrawal via Customer Service > Send Message or Live Support. Keep a screenshot of the exchange and any email reply. This record proves you gave notice on time if a dispute comes up later.
Pack the item and hand it to the contracted courier
Pack the item with its box, tags, gifts and accessories so it cannot be damaged, and put the printed return form inside. At the courier branch, give the return code and send it as Collect on Delivery or billed to the seller's account. Do not throw away the receipt with the tracking number.
Track the return and the refund
Follow status changes such as Under Review, Approved and Payment Refunded under My Orders > My Return Requests. If you paid by credit card the amount goes back to the card; for bank transfer or cash on delivery it goes to the IBAN you provided. Confirm it landed by checking your account activity.
Escalate if you get nowhere
If the seller rejects the return or the refund never arrives, file the Ministry of Trade's Consumer Complaint application on e-Devlet. Upload the order number, your correspondence and the courier receipt as attachments. Depending on the amount, the case is routed to the Consumer Arbitration Committee or the Consumer Court.
Tips
Watch out
Using the item beyond a reasonable trial, removing its tags or discarding the original packaging is the most common mistake. In that case the seller can reject the return or deduct the loss in value from the refund. Keep the box and every insert until the return process is fully closed.
Frequently asked questions
+Who pays the return shipping cost?
If the seller named a contracted courier in the preliminary information form and you used that company, the cost is on the seller. If no courier was named, the seller still bears the expense.
+Can I return an item without the invoice?
Yes. The order number and the order record in your account are enough. You can download the e-archive invoice again from the Download Invoice link on the My Orders screen.
+Can every product be returned?
No. Custom-made goods, opened hygiene products, digital content and perishables are among the exceptions. Read the return terms on the product page.
+What should I do if the seller rejects the return?
Gather your correspondence and the courier receipt, then file a Consumer Complaint with the Ministry of Trade through e-Devlet. Based on the amount, it goes to the arbitration committee or the court.
+I paid cash on delivery, how do I get my money back?
The return form asks for an IBAN and the account holder's name; the amount is transferred there. The IBAN must belong to the person who placed the order.
Sources and verification
Last verified: 12 Eylül 2026. tell us. Procedure and complaint channels reflect Turkish consumer law, including the Ministry of Trade's e-Devlet application and Consumer Arbitration Committees.
This content is for information only; for official procedures the relevant institution’s current announcements take precedence. Details: disclaimer.